V2 Rubric Detail — f4ff0bfa-79a2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 01:27
Duration
19m 6s
Contact
Jeff Adise
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#PR00136115
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LED keeps blinking blue

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication3.75/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall43.0% (-13.1)

V2 Grader Summary

The agent attempted a factory reset on the blinking‑blue MX4200 child node but did not verify cables, check the parent node, or use diagnostic tools. No escalation or concrete next steps were offered, and the issue remained unresolved, resulting in a partial resolution outcome.

V1 Case Analysis

MX4200 child node hard-wired to parent stays flashing blue; factory reset attempted, issue persists. No resolution; recommend further diagnostics or escalation.

Troubleshooting Steps
  • Verified model (MX4200) and parent node status (solid blue).
  • Advised factory reset by holding reset button ~25 seconds.
  • Explained expected LED change to solid purple after reset.
Key Observations
  • Agent provided the correct factory reset procedure for MX4200 (hold reset ~25 seconds, wait for solid purple) per universal_factory_reset.md.
  • Agent did not verify LED state after reset or suggest next steps (e.g., 5-press pairing, power-cycle, web UI add) when reset failed.
  • Serial number and warranty status were not collected, which is a protocol miss for hardware fault cases.
  • No escalation path or callback was offered despite the recurring issue mentioned by the customer.
Positive Highlights
  • Provided accurate factory reset instructions for MX4200 (hold reset ~25 seconds, wait for solid purple) per KB guidance.
  • Confirmed parent node is online (solid blue) and correctly wired, isolating the issue to the child node.
  • Collected customer name and email correctly.
Agent Errors / Gaps
  • Failed to collect device serial number and warranty information — required for hardware fault escalation.
  • Did not verify the LED state after reset or confirm whether the node turned solid purple as expected.
  • Did not offer a clear next step or escalation after the factory reset failed.
  • Allowed the call to loop without advancing the troubleshooting path after the reset attempt.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states: 'still flashing blue... I'm not getting internet out of it. So, it's killing half of the house.' Issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided the customer to hold the reset button for 25 seconds and wait, but did not verify cables, WAN status, or perform further diagnostics.
R3 Not Met Correct resolution path conf 90%
Agent only suggested a factory reset and waiting for a solid purple light; no warranty check, no RMA offer, and no clear path if reset fails.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (blinking blue) and asked the customer to reset, but did not ask probing questions about Ethernet connections, parent‑node status, or internet connectivity.
T2 Not Met Appropriate tools / resources used conf 90%
No tools (admin dashboard, remote session, speed test, log capture) were used even though the issue required checking node status in the router UI.
T3 Met No misinformation conf 95%
Agent correctly stated that a factory reset on an MX4200 should turn the LED solid purple and advised a 2‑4 minute wait.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept the call moving but provided little framing, many silences, and no clear summary or transition, leading to a loosely controlled conversation.
C2 Met Confirmed understanding conf 90%
Agent used simple, non‑technical language and repeated instructions without jargon.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership beyond the reset; no escalation, no follow‑up plan, and the issue remained unresolved.
O2 Not Met Proactive follow-through conf 90%
Agent only gave a vague wait time (2‑4 minutes) and offered no concrete next steps or timeline for follow‑up if the problem persisted.
O3 Partially Met Closure confirmation conf 80%
Agent referenced the customer's prior call from last year, showing some continuity, but did not reference any case notes or prior troubleshooting details.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
No escalation was offered despite repeated failure and a history of the same problem, which should have triggered an escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and the transcript provides no details of an escalation attempt.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never expressed empathy or acknowledged the customer's frustration about a recurring issue.
X2 Not Met Tone & rapport conf 90%
Agent did not adapt tone or pace to the customer's repeated‑issue frustration; interaction remained flat and procedural.
X3 Not Met Overall experience conf 90%
Customer was asked to repeat the same reset step multiple times; the agent did not use internal tools to reduce the customer's effort.
Call Transcript25 turns · 26 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, you're all may be monitored. Certain products will be supported while end of support products will have self help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Yes, I have a uh links is uh built Meshn Work and um, I've got um, um, one node. It's hard wired in from the main node and it just keeps on blinking blue. So it's never doesn't seem like it's connected. [silence]
06:00
Speaker 2
Thank you for calling Linksys, this is Eh, B, how can I help you? yes, sir. okay, so I just check your records, sir.
06:00
Speaker 1
yes. Correct. Yes. Yes. I've got, I've got it. Well, I've got five, but, but, well, yeah. But, so I have four MX4200s and one older one. One. One that I know of that's blinking blue and this is the one that is hardwired to the parent node. [silence]
07:00
Speaker 2
So this is Jeff [silence] last name [silence] is spelled A-D-I-S-E, right? [silence] And your uh email address is orcardtailbnb@gmail.com. [silence] So you have an MX 4200. You have four nodes. [silence] You have five. [silence] Okay. So currently um how many nodes are not working? Okay, so currently it's hard wired to the [silence]
07:00
Speaker 1
Yes. I've unplugged it. Let it sit. I've taken off the, uh, I've rebooted all my stuff. I have not done a, a factory reset. It is. So, on the bottom, I should hit reset. 25 seconds.
08:00
Speaker 2
okay alright have you tried the resetting it to factory default? Okay. Well, let's just reset this device the child know to factory default and it's not um, it's not staying solid. It's uh, it's blinking blue right now. Right? Yes, press the reset button for 25 seconds two 5 n seconds, press and hold it. Yes, sir
08:00
Speaker 1
K. Release the button.
09:00
Speaker 2
Okay. Yes. And we'll just wait for it to stabilize. Does it always have to be plugged in? The, um, that child node, is it, is it always plugged into the parent node or you just plug it in? It's always plugged in. Okay. [silence]
09:00
Speaker 1
Okay, still flashing blue. Well, I will tell you that last year, I had this issue, and I was away for six months, and I came back, and it was solid, and I keep on going through this with this one node. Oh. Oh. It goes through. These. These. These. This. So we've been dealing with this in fact, I called about it probably sometime last year I am calling for the same note and it's it it would do go through this issue and then it would be then it would be stable and then now again, it's going through this issue there's flashing blue [silence]
10:00
Speaker 2
So you're calling for the same node
11:00
Speaker 1
er this one more time yeah I did that before but I'll do it again
12:00
Speaker 2
Can we unplug the power of
12:00
Speaker 1
Okay. I just plugged it back in. Okay. Still flashing blue. It never goes to another color. So this is like in its setup mode and it can never get past the setup mode.
13:00
Speaker 2
Okay, can we plug it back in? [silence] If this light won't stay solid, sir, we will perform a recovery procedure for that, okay? Yes. Actually, one
13:00
Speaker 1
Well, it would normally go at least one other color and then it goes to a one that's still flashing blue. How long should it flash blue? [silence]
14:00
Speaker 2
If you reset this device to factory default, for MX4 200, it should turn solid purple. We'll wait for two, three minutes. For through, uh yeah, at most, four minutes.
14:00
Speaker 1
going and check but lets double check ah yes it is so it's hard it's hard wired to the one that is solid blue which is the parent node and when I look at my wait go ahead no when I when I look at my notes it says there's one offline I just I haven't looked at the serial number to see which one shows as offline but I'm assuming it's this one
15:00
Speaker 2
Other notes, the parent node is, the is solid blue right now, correct? [silence] So, when you [silence] Yes. Sorry, go ahead. [silence] Yeah, it's obviously that one.
15:00
Speaker 1
No, no, still, still flashing. Yeah, still flashing, blue. Yeah, I mean I've seen it where it's gone solid, but not now. And I'm not getting, I'm not getting internet out of it. So, it's killing half of the house. Correct. That is.
16:00
Speaker 2
So after, I mean, while pressing the reset button, you did not notice any changes on the light, like the- So it always flashes- it always flashes blue. Okay. So right now it's still- it's still flashing blue. It's not staying solid. Okay.
16:00
Speaker 1
[silence] I don't know what the it is but it's the the white big white plug that came with it. [silence]
17:00
Speaker 2
All right.
17:00
Speaker 1
Yeah, because the- I think the old ones- well, the old ones were, I think, were a big square. Let me just-
18:00
Speaker 2
child nodes, but we need to double-check.
18:00